Hybrid Contact Centre Planner — Data-Driven Forecasting

Chessington; United Kingdom; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Staff discounts

Pension scheme

Training & development

Job summary

Merlin Entertainments is seeking a Contact Centre Operational Planner to shape how our contact centres run daily. You will build schedules, forecast demand, and ensure the right people with the right skills are in the right place.

Based across UK locations, with hybrid-working after training, this role collaborates with senior managers to optimize labour, rotas and holidays, and to present strategic recommendations.

Qualifications

• Strong analytical and problem-solving skills, with excellent attention to detail.
• Confident communicator, both verbal and written, able to explain new concepts clearly.
• Strong relationship-building skills across teams and departments.
• Flexible, creative thinker who's open to new approaches and continuous improvement.

Responsibilities

• Build efficient schedules by blending analytics and forecasting for multiple contact centre locations.
• Optimize labour allocation, manage rotas and holiday planning, and support a flexible, multiskilled workforce.
• Develop dashboards and present strategic recommendations to senior stakeholders to drive efficiency and service quality.

Skills

Analytical thinking

Problem-solving

Attention to detail

Stakeholder communication

Relationship-building

Flexible, creative

Job description

Merlin Entertainments is seeking a Contact Centre Operational Planner to shape how our contact centres run daily. You will build schedules, forecast demand, and ensure the right people with the right skills are in the right place.

Based across UK locations, with hybrid-working after training, this role collaborates with senior managers to optimize labour, rotas and holidays, and to present strategic recommendations.